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RISK MANAGEMENT UNIT (RMU) CALL CENTRE OFFICER
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Posted: 06 May 2017 11:05
Deadline: 19 May 2017
Category: Management
Location: Africa , Kenya , Nairobi
Employment: Full-Time
Education: Bachelor
Salary: Negotiable
About Company: The International Committee of the Red Cross (ICRC) is an impartial, neutral and independent organisation with the exclusively humanitarian mission to protect the lives and dignity of victims of war and internal violence and to provide them with assistance. It also endeavours to prevent suffering by promoting and strengthening international Humanitarian Law and universal humanitarian principles
Email: hr@icrc.co.ke
Phone: N.A
Contact name: HR
File: Download
Requirements
Minimum Requirements:
Bachelor's degree in Social Sciences, or related field; Master's degree strongly preferred;
Minimum 5 - 7 years of experience in designing, overseeing, and implementing project monitoring and evaluation
or combination of education, training and experience;
Proven track record of competencies in qualitative and quantitative monitoring and evaluation. data collection and
analysis methods and strong facilitation/presentation/conflict management skills;
Excellent verbal and written communication skills and the ability to forge strong cross-cultural relationships and
build trust demonstrated through previous intercultural experience;
Previous experience in monitoring or verification work inside Somalia;
Strong listening skills, understanding of customer service principles and practices, stress tolerant and resilient
working against tight deadlines;
Experience in call centre environment, with knowledge of call centre telephony and technology; and
MUST: Fluent in written and spoken English and Somali.
Conditions
N/A
Responsibilities
Main Responsibilities:
Develops a work plan for the Call Centre and contributes to the prioritization of the Call Centre's assignments;
Ensures registration data and project timelines are provided by the various departments;
Determines the methodology for each Call Centre and provides solutions to the Call Centre's challenges;
Determines human resources needs and proactively seeks to source new/additional daily Call Centre assistants;
Performs analysis of generated data and provides summary reports for dissemination;
Develops and reviews data collection methodologies and tools;
Develops a training manual for the Call Centre assistants on telephone survey methodologies;
Identifies training needs for himself/herself and those under his/her supervision;
Interprets and translates documents accurately from English to Somali and vice versa, as required, and
Advises on culture, politics, general situation and shares relevant information related to the context
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